Service Level Agreement (SLA)

This SLA defines the scope and standards of service provided by Steelzz in relation to:

• •Technical support
• •Issue response times
• •Maintenance activities
• •General service expectations

The goal is to ensure transparency, manage expectations, and deliver professional, timely support for all clients.

Steelzz provides support during the following standard hours:

• •Core Support Hours: Monday to Friday — 9:00 AM to 5:00 PM (UK Time)
• •Extended Hours: While not guaranteed, we aim to monitor and respond to urgent issues outside of these hours, including weekends and evenings, on a best-effort basis.

Steelzz does not guarantee 24/7 support unless explicitly agreed in a separate retainer or premium support plan.

Steelzz aims to acknowledge and respond to support requests within:

• •Standard Response Time: Up to 3 business days
• •Typical Response Time: Often within 24 hours, depending on workload and urgency

The actual resolution time will depend on the complexity of the issue, availability of client input, and third-party platform dependencies.

Steelzz offers ongoing site maintenance and update services for clients under an active maintenance agreement. This may include:

• •CMS/plugin/theme updates
• •Bug fixes
• •Compatibility checks
• •Security patches
• •Content adjustments (if scoped)

Maintenance windows are scheduled outside of peak traffic hours where possible to minimize disruption.

⚠️ Steelzz is not responsible for maintenance unless a maintenance package or support agreement is active.

Clients may choose to purchase monthly or quarterly maintenance packages, which include:

• •Priority support access
• •Scheduled updates and fixes
• •Uptime monitoring (if applicable)
• •Performance scans

Maintenance packages are priced according to the scale and complexity of the website. Get in touch to discuss a tailored plan.

This SLA does not cover:

• •Services outside the original project or scope of agreement
• •Third-party service outages (e.g., hosting, domain providers, analytics tools)
• •Issues caused by client-side changes, misuse, or third-party interference
• •Custom development or redesigns (billed separately)

In the rare event that an issue cannot be resolved in the expected timeframe, Steelzz will:

• •Provide status updates and transparent communication
• •Escalate the matter internally for expedited handling
• •Recommend temporary workarounds if needed

Steelzz will make commercially reasonable efforts to provide timely, professional support under this SLA. However, we do not guarantee uninterrupted service, immediate fixes, or uptime unless explicitly contracted.

To the maximum extent permitted by law, our liability for any failure to meet this SLA shall be limited to the value of the services provided during the affected period.